Viola Nzyimi

Lead global customer support operations and transformation initiatives spanning multiple service lines, markets, and languages. Manage performance and delivery across in-house and BPO teams to meet global service-level goals while ensuring exceptional customer experiences.
- Drive the execution of global CX strategy through SOP development, workflow standardization, and tooling optimization.
- Manage CX reporting cycles (weekly/monthly/quarterly), translating data into actionable insights that inform leadership and guide continuous improvement.
- Collaborate with Product, Safety, Quality Assurance, and Regional Ops teams to align service delivery with business goals and enhance end-to-end customer journeys.
- Lead coaching, calibration, and enablement initiatives for global support teams to uphold service quality and foster a culture of high performance.

Notable Leadership Outcomes:
- Reduced global First Response Time (FRT) by implementing a structured triage model and refine resource allocation.
- Increased resolution rate and reduced turnaround time through the rollout of a new multi-tier support process.
- Enhanced vendor consistency by validating/calibrating global QA alignment and performance scorecards.
- Elevated agent capability and confidence through leadership-led mentorship programs and operational playbooks.

Performed the global safety support function, managing critical incidents and high-sensitivity customer cases through well-defined escalation processes, workflows, and support playbooks. Ensured global consistency in safety case handling while maintaining alignment with risk and compliance guidelines.
- Delivered on structured workflows for high-risk incident management across internal and BPO teams.
Provided strategic guidance and operational support during complex case escalations, ensuring timely and sensitive resolution.
- Designed and executed onboarding and enablement programs for outsourced teams to build readiness and align with global safety standards.
- Partnered with internal stakeholders to embed crisis response capabilities into support systems and workflows.

Notable Leadership Outcomes:
- Reduced incident resolution time by 45% through queue restructuring and response automation.
- Improved case consistency and customer empathy by localizing global SOPs and embedding escalation logic into frontline tooling.
- Strengthened global vendor readiness through structured onboarding, coaching systems, and QA-led performance reviews.

Achieved strong track record in frontline customer support and global learning enablement.
Led training initiatives globally to enhance skills of internal and vendor support teams.
Conducted needs assessments to develop blended learning solutions for all performance levels.
Delivered timely, empathetic support in high-priority situations, resolving complex customer issues.
Supported Sub-Saharan Africa's teams with culturally sensitive assistance in Kenya, West Africa, and South Africa.
Integrated structured onboarding processes that significantly reduced agent ramp-up time.
Created valuable assets and feedback mechanisms that promote continuous improvement across teams.
Recognized with the Best Phone Support award for superior communication and empathy.

• Provided administrative support to management, resulting in improved efficiency in daily operations.
• Developed and implemented efficient processes and procedures that streamlined administrative operations, resulting in a 20% increase in productivity.
• Created an automated workflow process that reduced administrative tasks by 10%, allowing for faster completion of projects.
• Automated several administrative processes, resulting in a 60% reduction in the administrative workload.

• Developed relationships with vendors and suppliers to obtain discounts and negotiate better contract terms.
• Developed an inventory management system that reduced stock-outs by 60% and improved stock accuracy by 80%.
• Developed a store safety program that reduced workplace incidents.
• Developed and implemented customer service standards that resulted in a 40% increase in customer satisfaction.